Customer Service Representative

The Allegheny County Airport Authority [ACAA] invites you aboard our mission to create meaningful travel experiences in the aviation industry. As Pittsburgh’s gateway to the world, both Pittsburgh International Airport and Allegheny County Airport serve as beacons of change and connectivity for our region. As a member of our crew, you will directly serve, inspire, and advance our community in significant ways that impact the daily lives of others and the future of our organization. Whether you have a passion for travel, an appreciation for aeronautics and aviation, or an unparalleled love for the city of Pittsburgh, ACAA provides the opportunity for the next chapter of your career to take flight.

Our culture is one that emphasizes high performance, innovation, and learning. We know that those things only happen when everyone who works in an organization is properly empowered, equipped, and enabled in their roles to make an impact. At ACAA success is a shared responsibility, and we look forward to supporting and developing the unique strengths you could bring to our team.

Job Summary

The ACAA’s Customer Service Representative will report to the Manager of Customer Experience and assumes responsibility for providing passengers and visitors with directional guidance, assistance, and information at the Pittsburgh International Airport.

Here Is How The Customer Service Representative Will Help

• Provide assistance and information about the airport, its facilities, airline schedules and other services.
• Operate public address system to page passengers or visitors.
• Use telephone to receive or place calls to and from the airport terminal.
• Escort or assist passengers, visitors and guests to various parts of the terminals.
• Operate airport terminal courtesy telephone system to communicate with passengers or visitors.
• Receive and log lost items, take lost and found phone inquiries and return and log out items to individuals making claims.
• Performs computer related functions including tracking flight information, reading and answering e-mail and navigating the internet.
• Performs other related tasks as assigned or required.
  
  

Qualifications

The following requirementslist the minimum education/training/experience required to qualify for this job. An equivalent combination of education and/or experience may be accepted.

Preferred requirements to apply for the role of Customer Service Representative are:

• High school diploma or GED.
• Two years of customer service job experience.
  
  

We also expect that candidates will demonstrate the following knowledge, skills, and abilities in most cases:

• Strong ability to communicate effectively and tactfully with visitors and the public.
• Strong ability to maintain a calm, steady, professional appearance during difficult situations.
• Proficient computer skills and knowledge of Microsoft Office suite, Outlook and Internet Explorer.
• Effectively use the telephone and public address system.
• Ability to learn the location of stores and businesses in the Pittsburgh International Airport, and all of the services offered.
• Able to speak clearly and professionally.
• Serve the public and fellow employees with honesty and integrity in full accord with the letter and spirit of the Authority’s Ethics Policy.
• Exhibit behavior reflective of the Authority’s Values “SOARING.”
  
  

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is frequently required to stand; walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.

Conditions

The noise level in the work environment is usually loud. May work overtime or a double shift if needed. Subject to remain on duty beyond normal hours or be recalled to duty up to 24 hours per day, seven days a week during emergency situations or other extensive periods.

Don’t meet every requirement?

Studies have shown that women and people of color are less likely to apply to jobs if they don’t meet every single qualification. As a Smarter Airport, we recognize that talent is not always related job history and skills come from valuable experiences that aren’t always shown on a resume. If you are excited to make a positive change for our region, but your experience doesn’t align perfectly, we encourage you to apply. You may be the right candidate for our organization, whether it be this role or another.

Caring For Our Crew

Benefits

At ACAA, we’ve got you covered. That applies to how we equip, empower, and enable our people to do their jobs. It also applies to our benefits, which are broader and more valuable than what many other employers offer:

• We offer two plan options for healthcare coverage from high-quality insurance carriers, as well as an ACAA-funded Health Reimbursement Account (HRA) that will help offset the cost of many medical expenses.
• ACAA employees pay almost $1,200 less per year in healthcare payroll contributions than the average employee in other companies, according to market surveys.
• When HRA funding is included, the health-plan deductibles paid by ACAA employees are about $1,200 lower on average than the costs paid by employees of other companies.
• ACAA does not require that employees meet a separate deductible for pharmacy expenses before prescription-drug coverage kicks in.
• ACAA’s dental plans (included with healthcare coverage) offer an option covering children’s orthodontia.
• Employees also can take advantage of a Flexible Spending Account (FSA) to help pay for health care and dependent care expenses on a pre-tax basis.
• All eligible full-time ACAA employees participate in the Allegheny County Employees Pension Plan, a defined-benefit plan that vests after 10 years of service.
• Employees also may participate in a Deferred Compensation Plan, which allows them to contribute part of their pay on a pre-tax basis into long-term retirement investments.
• A robust Employee Assistance Program (including access to free counselling sessions, financial guidance, and care coordination), life insurance options, a wellness program, and eligibility for the Public Service Loan Forgiveness program round out ACAA’s exemplary benefits.
• Employees may enroll their children from 6 weeks to 5 years of age in our on-site preschool and childcare center, La Petite Academy, at Pittsburgh International Airport.
  

About Allegheny County Airport Authority

Allegheny County Airport Authority, which manages Pittsburgh International Airport (PIT) and Allegheny County Airport (AGC), is committed to transforming Pittsburgh’s airports to reflect and serve the community, inspire the industry, and advance the region’s role as a world leader.

Pittsburgh International Airport serves nearly 10 million passengers annually on 17 carriers and was named by Fast Company magazine as One of the Most Innovative Companies in the World as well as a finalist in its World Changing Ideas awards, both in 2020. PIT’s first-of-its-kind microgrid – which completely powers the airport campus through natural gas and solar energy – has won numerous awards for resiliency and sustainability.

PIT is in the midst of an ambitious terminal modernization that will make the passenger experience more efficient and deliver real opportunity for the region. The $1.4 billion new terminal program will construct a smarter, greener airport, inspired by the best of our region. The updated terminal lands in 2025 and will be the first airport terminal in the U.S. to be built from the ground-up post-pandemic, designed and constructed with the highest public health standards in mind.

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